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Wayfair Associate Director of Customer Retention & Loyalty in Boston, Massachusetts

<p><span style="font-weight: 400;">Would you like to join a highly dynamic working environment and learn from a smart, quantitative-minded team that is building the marketing platform of a new giant in eCommerce? Our Marketing team drives growth for Wayfair by advertising on every major platform, but we aren’t your standard marketers. We own the strategy, P&amp;L, and product roadmaps for our portfolio of bleeding-edge and in-house-built marketing, machine learning, and AdTech products. We leverage our custom tools to acquire high potential customers and engage them to come back again and again. We have petabytes of first and third party data at our fingertips; what makes us successful is using that data to build algorithms and automated solutions to take our “Zillions thing home” offering and personalize it to each and every customer.&nbsp;</span></p>


<p><span style="font-weight: 400;">As the GM&nbsp;of Customer Retention &amp; Loyalty, you will develop and drive customer retention and loyalty for the global Wayfair business. You will collaborate with business unit leaders in Marketing and across the company, drive strategic decisions, and directly impact the future direction of Wayfair's fast growing business. Your work will be highly visible and cross-functional; you will regularly engage directly with senior leaders across Wayfair. The ideal candidate for this role is someone with a highly analytical background who enjoys tackling new challenges in a fast-paced, collaborative environment. This is a unique opportunity for a highly motivated and entrepreneurial individual to contribute in a very significant way to Wayfair’s rapid growth and leadership in eCommerce.&nbsp;</span></p>


<p><strong>What You'll Do</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Lead our Wayfair-wide approach to measuring Customer Lifetime Value in close partnership with senior leaders across the company, including defining the vision and business requirements for our Data Science/Machine Learning teams.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Own message decisioning for how we introduce Wayfair customers to our growing brands and service offerings.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Identify highest leverage points along the customer journey for creating customer value and ensuring excellent customer experiences.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Provide leadership to Marketing channel managers on how to increase customer retention, win back lapsed customers, and drive overall business growth</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate closely with Data Science, AdTech Product and Engineering teams to contribute to our continuous efforts to improve our customer experience</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate and strengthen relationships with business leaders throughout the company to collaborate and to achieve superior results through data driven insights.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Inspire and motivate cross-functional teams across a broad range of levels to be highly effective both in terms of impact and team culture.</span></li>


<p><strong>What You'll Need</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">10+ years’ experience in consulting and/or corporate strategy with a heavy analytical emphasis; MBA preferred with 4+ years of post-MBA experience.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">3+ years’ management experience with a consistent track record of leadership and taking ownership that leads to exceptional results with the ability to lead and prioritize projects and delegate tasks appropriately.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Data-obsessed strategic GM-mindset: you monitor KPIs and perform ad hoc analysis to figure out what’s next, always keeping in mind the overarching strategy and business goals.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Senior presence; able to clearly and consistently work side-by-side with a broad range of senior leaders and functions to achieve objectives.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Persuasive and articulate communication skills with excellent negotiations and relationship- building skills.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience managing and executing large projects from start to finish including project management, data gathering, and modeling, problem-solving and communicating recommendations.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Proficiency with SQL and the ability to analyze large data sets to deliver clear, actionable insights.</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.</p>

<p>No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.</p></div>